https://telcob.com/the-future-of-ivr-in-customer-support/
The Future of IVR In Customer Support. Consumers today are more socially aware of products and services, and customer retention is critical to profitability since acquiring a new customer is the most expensive phase of the relationship.
The challenge businesses face is how to proactively serve their customer in a mutually satisfactory way, with customers feeling empowered to use self-service tools and programs.
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